Manager - AppleCare Business Process Reengineering

Austin, Texas, United States
Support and Service


Weekly Hours: 40
Role Number:200217031
The people here at Apple don’t just build products — we craft the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that support the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. A job at Apple is one that requires a lot of you, but it’s also one that rewards forward-thinking and hard work. None of us here at Apple would have it any other way. Join Apple and help us leave the world better than we found it! In AppleCare BPR (Business Process Re-engineering) we view inclusion and diversity as critical for innovation. That’s because our managers sit at the intersection of the most challenging cross-functional initiatives in AppleCare, the ones that involve multiple systems and drive complex changes across the AppleCare organization and beyond. We convert ambiguity and chaos into order, and we know how to execute big projects successfully. As an AppleCare BPR Manager you will have primary responsibility to manage AppleCare BPR project and program managers focused on a broad range of AppleCare business areas, including AppleCare Sales, Service, Support & Supply Chain. Responsibilities include communication and collaboration with AppleCare business groups, IT organizations, and teams across Apple including Operations, Strategic Data Services, Geo Expansion, Apple Media Products, Apple Pay, iCloud, and Retail.

Key Qualifications

  • 3+ years leading and developing teams
  • 5+ years managing medium to large-size, global cross-functional projects
  • Experience leading project managers and business process analysts
  • Steady leader who maintains awareness of big-picture objectives while helping teams navigate the details
  • Track record demonstrating thought leadership, innovation, and effectiveness at influencing others
  • Passion for motivating and inspiring teams to do their best work
  • Hands-on approach with ability to dive deep into project details as needed
  • Proficient knowledge of software development life cycle (SDLC)
  • Extensive knowledge of project management methodologies including Agile, Six Sigma etc.
  • Experience with systems implementations (e.g., SAP, Oracle, CRM, CMS, web apps, and reporting & analytics)
  • Strong communication, analytical, and time management skills
  • Proven track record of managing timelines and meeting budget constraints
  • Effectively handle escalations and resolve conflicts
  • Able to facilitate cross-functional meetings and negotiate successful outcomes
  • Experience in service and support functions desired
  • Excellent organizational and documentation skills


As a BPR Manager you will perform all leadership activities including recruitment, performance evaluations, professional development, and career goals with a deep commitment to inclusion, diversity, and equality. In addition, you will: - Manage project prioritization and allocate personnel to projects while balancing business needs and global/regional resource plans - Lead projects and supervise projects executed by your team while incorporating Apple’s best practices in project management to ensure consistent and predictable delivery - Oversee the preparation of project documentation, delegation of tasks to team members, clear communication of project status, project risk management, change readiness, and post-implementation audit reviews - Develop strong partnerships and communicate regularly to key stakeholders to ensure quality of products and services - Act as a liaison between business and technology groups to ensure business project requirements are met with ground breaking and scalable technology solutions - Identify and consult on business process re-engineering opportunities and build strategic alliances to enable key change initiatives - Collaborate on and promote new and emerging project management methodologies - Propose and execute strategic AppleCare BPR organizational initiatives

Education & Experience

Bachelor’s degree required, MBA a plus

Additional Requirements